厦门招聘

Relevant work experience: 3 years and above

Report to: Customer Order Service Lead

Education: College

Job Description:

• To manage order to cash process for designated customers

• To receive customer orders (with an increasing emphasis on electronic orders) and clarify details of products, pricing, quantity, delivery date, payment and other requirements, and make sure sales orders and third party purchase orders if required are correctly generated in SAP

• To identify and resolve with the other functions any master data and system configuration errors affecting the order to cash process

• To keep tracking the whole process and provide the customers with the order status. To respond effectively to sales & general enquiries from customers. To prepare order confirmation, price quotation and sales contract as required

• To schedule/coordinate delivery and shipment plan according to actual production /stock availability for on time delivery of customer orders. To ensure effective order management process and deliveries in line with customer expectations, liaising with logistics and other supply chain contacts

• To perform and coordinate order to cash transactions (delivery, shipment, goods issue, billing) in SAP to confirm sales in time, in compliance with business models and procedures, and prepare for the tracking records. To cooperate with finance and credit teams to solve payment issues when necessary

• To handle and send shipping advise and documentation for customers' timely clearance and receipt, and L/C negotiations if required, ensuring the accuracy and punctuality of the information and documents

• To deal with special orders, price changes, finance adjustments and rebates based on internal control policy and appropriate approval

• To understand, record and update customers’ requirements and complaints. Internally coordinate with other functions to drive for the follow up actions and improvement

• To be in regular contact with sales and SPG contacts to ensure relevant information relating to customer orders & deliveries (especially changes to expected customer demand – abnormal orders, postponed or cancelled deliveries, etc) is communicated in a timely manner. To pre-alert and communicate with the customers about any actions, adjustments and changes which will cause impact on them

• To ensure all customer records, order/shipment and financial adjustment documents are kept up to date for audit purposes. To ensure working instructions or procedures for designated customers’ order process are documented and updated

• To monitor service performance metrics such as lead-time and goods receipt discrepancies, and drive implementation of process improvements which will improve operational effectiveness and enhance profitability, cooperating with sales/SPG and other functions

• To keep and update order and other sales data/report for performance review and support to other functions, and be able to analyze data to provide suggestion or solution

• To take lead in process change activities related to the designated customers

• To provide first level supervision for the team members including performance reviews and the personal development
• To ensure workload within the team is evenly balanced and the team is working effectively as a group
• To respond effectively to customer complaints and requests which have been escalated from team members and other operational contacts
• To take on a variety of additional tasks as delegated and to be able to represent the customer order service team in business meetings and cross functional projects
• To drive for continuous improvement in the team and provide support on day-to-day operations
• To ensure SOX compliance by checking approved order to cash processes are adhered to, and appropriate records are kept up to date for audit purposes
• To manage resources effectively and to carry out internal administrative tasks

Major Accountability:

To provide first level supervision for Customer Service Representatives within the team, in addition to having operational responsibility for managing the order to cash process and delivering outstanding customer service to designated customers. In order to achieve this, the Customer Service Team Leader will be required to establish an excellent working relationship with these contacts: designated customers, sales & SPG contacts in the cluster/country, supply chain, manufacturing, external vendors, logistics, master data, finance, credit, internal control, information system support, service providers, project leaders, APR Operations management, human resources and Customer Service Representatives in the team.

Key Performance Indicators:

• Order to Cash Performance Metrics

• Electronic orders

• Orders below MOV

• Order accuracy

• Turnaround time metrics

• Internal control standards

• Backup practice

• Customer Feedback (internal and external where available)
• SOX compliance (internal and external audits)
• Suggestions and actions to develop improved procedures and processes
• Involvement in cross functional improvement projects
• GS&A and EDP reviews with team members

Knowledge, Experiences, Skills:

• Proven customer service, trade or logistics experience and an ability to liaise with different contacts
• Excellent communication and problem solving skills
• Data driven with good analytical skills
• Strong command of oral & written English or other language if applicable
• An ability to organize and manage the work of a team
• Good PC skills and SAP knowledge are essential
• An ability to prioritize workload and manage time effectively
• Self starter with a pro-active and flexible attitude
• An ability to work under pressure and to tight deadlines when required
• Familiarity with Letter of credit deals
• Knowledge of customers in the team
• Leadership

伊斯曼柯达公司是世界上***的影像产品及相关服务的生产和供应商, 是一家全球500强企业。 柯达厦门不仅是柯达传统影像产品在亚太区的生产制造中心，也是柯达重要的数码影像产品的生产基地，同时也是柯达亚太区的运营、支持中心，是柯达全球价值链和供应链中的重要环节。目前，柯达厦门有员工170多名，主要生产以下产品：印刷板材、喷墨打印墨水等。柯达厦门现包含2家工厂、全球财务共享中心、全球供应链运营中心等。2家注册公司包括：柯达（厦门）数码影像有限公司 、柯达（中国）有限责任公司。